Customer Success Manager Coach

Wing Assistant; Philippines; Hybrid; PHP 558,000 - 781,000; Full time

Job summary

Wing Assistant is seeking a Customer Success Manager Coach to develop and elevate the performance of our CSM team. The role combines coaching, QA, and training to ensure long-term client success, with a focus on structured feedback and best practices.

Ideal candidates will have experience coaching CSMs or similar client-facing roles, strong QA background, and ability to deliver engaging training. This hybrid role operates in US time zones with a Philippine location.

Qualifications

• Experience coaching Customer Success Managers or similar roles.
• Solid foundation in quality assurance and structured feedback delivery.
• Former BPO trainers with QA and client-facing experience are strongly encouraged to apply.
• Excellent communication, facilitation, and coaching skills.
• Familiarity with CRMs and performance coaching tools.
• Must be able to work in a hybrid setup and align with a US time zone (night shift) schedule.
• Must present original coaching/training materials during the hiring process.

Responsibilities

• Coach and mentor CSMs to improve customer satisfaction, retention, and relationship management.
• Conduct quality reviews on customer interactions (calls, emails, task updates) and provide detailed feedback.
• Develop and deliver coaching plans tailored to individual performance metrics and team goals.
• Collaborate with leadership on team skill development, training needs, and continuous improvement.
• Lead training sessions and skill refreshers to reinforce best practices and performance standards.
• Maintain standardized coaching documentation and feedback tools.
• Track, report, and analyze coaching effectiveness and performance trends.

Skills

Coaching

QA

Facilitation

CRM tools

Tools

Hubspot

Pipedrive

Stripe

Dialpad

Job description

About the Role

We're looking for a Customer Success Manager Coach to develop, support, and elevate the performance of our Customer Success Managers (CSMs). This role combines coaching, quality assurance, and training delivery to ensure our CSMs are equipped to drive long-term client success. The ideal candidate has prior experience coaching CSMs or similar client‑facing roles and brings a structured approach to performance improvement. Former BPO trainers with a strong QA background are welcome to apply.

Key Responsibilities

• Coach and mentor Customer Success Managers (CSMs) to improve customer satisfaction, retention, and relationship management
• Conduct quality reviews on customer interactions (calls, emails, task updates) and provide detailed feedback
• Develop and deliver coaching plans tailored to individual performance metrics and team goals
• Collaborate with leadership on team skill development, training needs, and continuous improvement
• Lead training sessions and skill refreshers to reinforce best practices and performance standards
• Maintain standardized coaching documentation and feedback tools
• Track, report, and analyze coaching effectiveness and performance trends

Candidate Requirements

• Experience coaching Customer Success Managers, Account Managers, or similar roles
• Solid foundation in quality assurance and structured feedback delivery
• Former BPO trainers with QA and client‑facing experience are strongly encouraged to apply
• Excellent communication, facilitation, and coaching skills
• Familiarity with CRMs and performance coaching tools
• Must be able to work in a hybrid setup and align with a US time zone (night shift) schedule
• Must present original coaching/training materials during the hiring process

Hiring Requirement – Simulation & Mock Deck

• Conduct a mock training simulation (live)
• Present a self‑made presentation deck on the following topics:
• "What is a Customer Success Manager?"
• "How to Be a Successful CSM"
• This simulation will be used to assess facilitation skills, structure, clarity, and relevance of content

Preferred Skills

• Background in SaaS, B2B services, or subscription‑based support
• Familiarity with CS tools like Hubspot, Pipedrive, Stripe, Dialpad
• Training or coaching certifications are a plus

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Location

Hybrid (Work-from-Home & Onsite)

Schedule

US Time Zone (Night Shift)

Starting Salary

Php 50,000 - Php 70,000